Certificate Reprint Request

I have requested for a reprint for my certificate, Thobile told me to go and collect it at Joburg Bram campus this was on the 10th of April saying i can collect the following day. I didn't go the following day but only managed to go there on the 22nd May the certificate was not there, She was called by the receptionist to let her know that they can't find it, She then confirmed with me that she will arrange for it to be delivered to my address the following Wednesday, the day came she didn't call me I decided to call her the following day which was Thursday she gave me an attitude telling me unfortunately she cannot change the company rules but she agreed on the phone when I spoke to her. She then said it's if fine I can report her to her manager and gave me her contact number and email address again with the attitude. I then sent her manager named Lalitha an email explaining what happened she also promised to to arrange for my Certificate on the 28th of May she still hasn't said anything to me since then. I stay far from Joburg and cannot go back there again as I took my time and petrol to go and collect...